Specialist , Admissions; ROPS

Overview

Posting Date: 02/04/2026

116 Inverness Dr Ste 280, Englewood, Colorado, 80112, United States of America

Provide Contact Center-based support via phone, email, fax, and web to facilitate placement requests for patients who choose DaVita visiting or permanent dialysis. Facilitate the placement using tools and resources associated with DGS. Contribute to the DaVita Guest Services (DGS) CRM knowledge databases. Adhere to the process while contributing process improvement ideas to the team. Live the DaVita way of Team.

Facilitate dialysis placements while delivering service excellence to build and establish strong hospital relationships. Be knowledgeable about other treatment options within DaVita (In-Center Self-Care, Nocturnal, in addition to traditional In-Center Hemodialysis). Support the community in emergencies, making emergency dialysis placements, and contacting patients and teammates during emergencies to ensure safety. Seek feedback from patients and center partners via telephone and e-mail surveys.

Position Notes: SUPERVISORY RESPONSIBILITIES:
No

• Respond professionally, promptly, and courteously to inbound calls, e-mails and faxed referrals and/or requests for treatment options
• Request placement and/or respond to inquiries regarding treatment options via outbound calls, e-mail, and/or other designated contacts
• Place outbound calls to Hospitals to complete placement requests
• Partner with Field Operations to visit Doctor’s offices and Hospitals to build, enhance and/or establish those relationships
• Adhere to performance metrics and quality assurance call standards
• Utilize all tools and resources to coordinate and complete the placement of a patient
• Maintain data forms e-faxed from the field and enter in the appropriate database
• Under the direction and supervision of the supervisor, develop and enhance processes to ensure effective growth within placements as well as treatment option modalities
• Build positive relationships with Hospitals, Discharge planners, Case Managers, & DaVita teammates across the Village and provide customer service excellence
• Achieve the metrics and goals set for the department
• Work during expanded/non-traditional hours to serve patients and teammates (in different time zones)
• Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI)
• Ability & willingness to learn about Kidney Disease and related topics
• Excellent customer relationship and inter-company network building skills
• First-class ‘Red Carpet’ customer-centered skills
• Ability to empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goal
• Organized, ability to multi-task with excellent time management and prioritization skills
• Attention to accuracy of details and relentless follow-through with a curious and investigative inclination
• Ability to proactively add knowledge gained to the CRM databases to improve processes and help refine procedures
• Ability/willingness to work overtime
• Ability to understand and follow DGS and DaVita employment policies and procedures
• Adherence to achieving the metrics and goals that are set for the department and receptivity to constructive feedback and development
• Consistent, regular, punctual attendance as scheduled is an essential responsibility of this position
• Liaises with DaVita teammates at other locations to provide customer service excellence
• Perform other duties as assigned
• Able and willing to work overtime as required
• Understand and Follow DGS and DaVita processes
• Understand and follow DGS and DaVita teammate policies and procedures

• High School diploma or equivalent required
• Minimum Of 6 Months’ Related Experience Required
• Data entry speed of 25-40 keystrokes per minute required
• Basic computer skills and proficiency in Microsoft Excel and Access
• Intermediate computer skills and proficiency in Microsoft Word and Outlook

• Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to…